In a complex and busy contact center environment, forecasting customer demand and scheduling the workforce with precision, can be challenging. But not when you have workforce management implemented.
Being able to forecast accurately and schedule accordingly is a must for any effectively run customer service center, if your goal is to have happy, motivated, and loyal employees. And with employees that love their job comes happier customers.
TM Group offers the industry’s leading Workforce Management solution from NICE. Along with our expertise and cutting-edge technology your customer service center will be able to benefit from the market’s most efficient and happy customer service agents, that all delivers outstanding customer experiences, and act as your brand ambassadors.
What is Workforce Management?
Workforce Management (WFM) is an application that lets you forecast, schedule, optimize, manage, and analyze you man-power at any given time. With AI-based WFM, you make sure you always have the right amount and sets of skills on-floor. WFM is also fantastic for work-life balance for your employees.
Why choose workforce management
Transparency
Factor multiple methodologies, contact channels, departments, and skills types into your forecasts and schedules.
Insight
Gain real-time visibility into service queues and employee adherence so you can take early action to solve issues.
Motivation
Leverage simple end user interfaces and tools to ensure employees own their schedules and performance – requesting time-off, trading shifts, and sharing ideas.
Flexible Deployment Options
Enjoy the scale and performance of enterprise software available on-premise or in a cloud configuration.